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Speak quietly, especially in the early morning hours or late at night. a. Clear the garbage according to the procedure of removal of garbage from dustbins. Q2. are noted on the sheet. Standard weaning practices c. Exposure to sentinels (SOP #402) d. Animal room cleaning and sanitation (SOP #015 & #016) e. Paperwork usage and record keeping. Enter into the Change Room, remove the street foot-wears & keep the street footwear in the shoe locker provided in the change room. On seeing a guest, the staffs are greeting the guest depending on the time of the day along with a smile. f. Documentation of health concerns and resolution of veterinary treatments (SOP #006). Cleaning guest room procedures 2. Inform the guest about e-mail for cancellation charges. SOP – Housekeeping - Entering rooms and greeting guests SOP Number: HK - 01 ( SOP serial number and department code ) Department: Housekeeping – Guest Room Maintaining check for "double lock" or "do not disturb" sign. Knock on door (quite loudly) – use knuckles not keys or any other item as it could mark the door … This recording process is called posting. Bed is made according to procedure for bed making. As much as possible allocate a room close to or on the same floor to the existing room and describe it to the guest. Enter the room according to the procedure of entry to guestrooms. Staffs have to greet the guest with a smile depending on the time of the day: Find out the exact details required, by listening carefully and noting it down. Why should we replenish all guest amenities with a new one while servicing a ‘Vacant departure room’? 2. All trays will be cleared from guest rooms within 45 – 60 minutes after service. After servicing the room following facilities function to be checked. Ask the guest where he would like his tray to be placed. Q3. If it is a matter which will take time, tell the guest-specified time in which you are able to get back to him. Wait for five seconds to hear the guest’s response. How to find out the guest requirements? The tray will be placed at the guest’s convenience. All guest amenities in room have to be replenished. Completion time is written as each room is. As you open the door announce “maintenance” one last time. All items used by the previous guest are changed with fresh ones. Left guest items to be deposited at Housekeeping control Desk. SOP for Entering the Guest Room Leave the DND (Do not Disturb) rooms undisturbed. • pull trolley next to the door. The front office staff needs to manage at least two sets of the keys. Houseman knocks the guestroom door thrice. Get sample Stationery, Formats, Hotel SOP's, Staff Training Tips, Job Descriptions and more. Ask appropriate questions about requirements. SOP for Controlling Guest Room Keys. Stand outside of the room through maintaining accurate distance from the door. All amenities are replenished in bathroom. If Do Not Disturb sign was not there, position your selves in front of the. SECURITY STANDARD OPERATING PROCEDURES 1 COMPANY PRIVATE TABLE OF CO TE TS Page Introduction 3 CHAPTER 1. Make the bed, follow the bed making procedure. SERVING IN GUEST ROOM Enter Guest’s Room 65. Never knock on a guest room that has hung a privacy sign, even if a request has been made. if there is none, knock on the door and announce presence. In cases where rooms display a “Do Not Disturb” sign, a card will be placed under the door inviting guests to call for service if desired. • firstly , room attendant must make sure all supplies and equipments are in the trolley. Confirm all the details back to the guest at the time of enquiry to ensure correct information. What is the difference in servicing occupied, Dirty and a vacant departure room? Give the guest required time to finish his/her current work and wait until the guest comes. GE ERAL PROVISIO S A D REQUIREME TS Section 1. Most room attendants begin their system of cleaning by airing out and tidying up theguestroom. All guest queries have to be listened to attentively and dealt immediately in a smiling, courteous manner. After placing the tray introduce yourself and enquire from the guest whether he would like … Shut the door of a room so that the vacuum cleaner noise does not disturb the guests. Entering Room n Greeting; Ext Bed N Sofa Cum Bed Making ; Floor Pantry; Baby Sitting Service ; Laundry For Using Dryers; Laundry Load n Unload; Making Bed ; Packing For OOO Rooms; Preapare Guest Room For Cleaning ; Restock Bathroom Supplies; SOP HK 3. g. Disposal of carcasses (SOP #017). Knock the door with knuckles and announce in pleasant voice, “Housekeeping…”. Standard caging and husbandry (SOP #400 & #413) b. Q4. What has to be done if there is a delay in the requested service? The average time to clean a guest room is about 20 minutes. Q5. Then start from the farthest point in the room again, working your way back to the entrance of the room by vacuuming. Ask to see the guest’s room key to verify that the key and room number match. Clean assigned rooms according to priority: DND rooms that were unable to be cleaned. Name of the SOP: Vacuuming an area. Objective : To ensure the area is free of dust and is clean of debris. guestroom security viewer with the name tag visible to the guest. SOP Number: HK - 01 ( SOP serial number and department code ), Department: Housekeeping – Guest Room Maintaining, Date Issued: DATE THE DOCUMENT WAS CREATED. Whom to be reported in case you find any issues with TV / Bulbs etc? See you around and happy Hoteliering. Announce yourself b. When entering the facility before work begins. Collect the soiled linen and throw in the linen bag. The user will contact his/her supervisor just before entering the cold room and immediately after they leave the cold room. d. If there is no response then press the door bell gain and wait. However, this depends on the nature of the complaint and in some cases, it will be necessary to move the guest further away, e.g., away from elevator noise, etc. The door of the room must remain closed until the following procedure has been completed. Guest’s personal clothing, toiletries and other articles will be neatly straightened and left in the same place they were found. Do not deliver any items into the room if nobody answers. If the guest returns while you are cleaning, offer to finish later. If there is still no answer, use the master key to open the door announcing Housekeeping and enter the room while knocking. All maintenance work are noted and given to the Engineering department. h. SOPs for Cleaning the Guest Room Guest Room cleaning is the most basic task in Housekeeping department. Bathroom is cleaned according to procedure. Q1. During Hotel Guest Room Cleaning always knock the door announcing Housekeeping. Clear the garbage according to the procedure of removal of garbage from dustbins. priority. https://parbinanusantara.blogspot.com/2015/10/kosong_55.html finished. If there is no answer, after 15 seconds knock the door again the second time announcing Housekeeping. Fold the duster and make it … [SOP] Housekeeping – Dusting Read More » Greet the Staffs have to take personal responsibility for the guest queries and get back to the guest within the specified time. Cleaning Guest Room Procedures 1. Room … See you around and happy Hoteliering. General Information . Knock twice announcing “maintenance” after each knock. The guest is presented with the bill and thanked; the waiter leaves the room after checking guest satisfaction. Observe the sign on the door. After knocking the door how long should you wait? Wear the plant sleepers and enter in the wash area. General Requirements 6 Section 3. (D) If the guest is in the room while servicing and cleaning the room: 22. SECURITY CLEARA CES Section 1. This SOP is applicable to all plant employee (Gents) entering from primary change rooms. Name of the SOP: Dusting the Guest Room – HK 0001 Department: Housekeeping Objective : To provide a clean, hygienic and dust free environment to all our guest Procedure Identify the area for dusting ( rooms, public area, corridor, etc.) If NO Bell in the room then knocks on the door trice with knuckles announcing the department. If the guest allows you to enter by calling out “Come In”, you may enter the guest room. DEPARTURE Guest Room Cleaning and BATHROOM Knock firmly three times on the guest’s door (Door bell ) a. Collect the white cotton duster prior to starting the work. Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. Dusting Guest Room; SOP HK 2. Every successful Housekeeper once was a Room attendant first. If a delivery must be made and there is a privacy sign at the door, call the room from the nearest house phone and announce yourself, asking for permission to knock or enter the guest room. c. Wait 10 seconds for guest to respond. © Setupmyhotel 2021 - All rights reserved. As the guest opens the door wish the guest by his name and the time of the day. Inform room status to the Housekeeping control desk. If there is a Do Not Disturb put the DND slip into the room. Q5. Personal Protective Equipment (PPE)3 should be removed and hand hygiene carried out immediately prior to leaving the room/ area. In case of no response, announce the same again. Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. Purpose and Scope 5 Section 2. Begin cleaning. Your pledge: To provide freshen up a room in readiness for guest to sleep. © Setupmyhotel 2021 - All rights reserved. Start from the farthest point in the room, working your way back to the entrance of the room with a broom, edging all of the carpet. Guest folio records each early of guest transaction. SOP - Concierge / Bell Desk - Left Luggage procedure, SOP - Front Office - Open in room Safe/Locker On Request, SOP - Front Office - Generating Reports [Routine Report, Emergency Reports], SOP - Front Office - Handling Guest Awaiting For Room, SOP - Concierge / Bell Desk - Incoming Item or Packages Delivery, SOP - Kitchen Stewarding - Pool Bar Cleaning, SOP - Kitchen Stewarding - Mobile Hot Box Cleaning, SOP - Kitchen Stewarding - Handling Chemicals & Safety Procedures, SOP - Kitchen Stewarding - Cleaning Deep Freezer / Walk-in Freezer, SOP - Kitchen Stewarding - Deep Fryer Cleaning, SOP - F&B Policy Setup - Departmental Meetings and Briefing, SOP - F&B Policy Setup - Outlet Operating Hours, SOP - F&B General - Meal Coupons / Meal Vouchers, SOP - Engineering - Different Modes For Starting Diesel Generator (DG) Set, SOP - Engineering - Remote Control/Keyboard Battery Replacement and Cleaning, SOP - Engineering - Remote Control and Keyboard Testing Procedure, SOP - Engineering - Equipment Maintenance and Repair Standard, SOP - Engineering - Handling Maintenance / Work Order Request by Housekeeping, SOP - Housekeeping - Handling Guest Room Found Open, SOP - Housekeeping - How to inspect VIP Rooms / VVIP rooms, SOP - Housekeeping - Packing for Out of Order rooms, Front Office - Guest Dispute / Allowance Voucher Format, Front Office - Welcome Letter All Inclusive Package, Concierge - Excursion Request Form Sample, Front Office - VIP Amenities Request Order Form. Collect the soiled linen and throw in the linen bag. Q4. Send the cancellation charges plus cancellation number to the guest by e-mail. Points while servicing a occupied room? Get sample Stationery, Formats, Hotel SOP's, Staff Training Tips, Job Descriptions and more. Do not knock with anything but your hands. Do not vacuum over the cord. Vacuuming of carpet and the upholstery maintenance. The guest will be called after 15 minutes to check if they are satisfied and happy with their meal. Room has to be spic and span at every given time. This includes every bar of soap or bottle of shower gel, body lotion, shampoo, and all other amenities, such as robes and slippers. SOP - Concierge / Bell Desk - Left Luggage procedure, SOP - Front Office - Open in room Safe/Locker On Request, SOP - Front Office - Generating Reports [Routine Report, Emergency Reports], SOP - Front Office - Handling Guest Awaiting For Room, SOP - Concierge / Bell Desk - Incoming Item or Packages Delivery, SOP - Kitchen Stewarding - Pool Bar Cleaning, SOP - Kitchen Stewarding - Mobile Hot Box Cleaning, SOP - Kitchen Stewarding - Handling Chemicals & Safety Procedures, SOP - Kitchen Stewarding - Cleaning Deep Freezer / Walk-in Freezer, SOP - Kitchen Stewarding - Deep Fryer Cleaning, SOP - F&B Policy Setup - Departmental Meetings and Briefing, SOP - F&B Policy Setup - Outlet Operating Hours, SOP - F&B General - Meal Coupons / Meal Vouchers, SOP - Engineering - Different Modes For Starting Diesel Generator (DG) Set, SOP - Engineering - Remote Control/Keyboard Battery Replacement and Cleaning, SOP - Engineering - Remote Control and Keyboard Testing Procedure, SOP - Engineering - Equipment Maintenance and Repair Standard, SOP - Engineering - Handling Maintenance / Work Order Request by Housekeeping, SOP - Housekeeping - Handling Guest Room Found Open, SOP - Housekeeping - How to inspect VIP Rooms / VVIP rooms, SOP - Housekeeping - Packing for Out of Order rooms, Front Office - Guest Dispute / Allowance Voucher Format, Front Office - Welcome Letter All Inclusive Package, Concierge - Excursion Request Form Sample, Front Office - VIP Amenities Request Order Form. Before entering the guest room Status kamar DND Sign Apakah tamu ada atau tidak ketuk pintu sebanyak 3 kali dan ucapkan "House Keeping" 2. if the guest response your call and come to the door Polite Greeting and ask guest " May i service your room now please ? " It is important that you following these steps when entering the guestroom: 1. KRC Cold Room SOP 71813 1 KRC Cold Room Standard Operating Guidelines . SOP Number: HK - 02 ( SOP serial number and department code ), Department: Housekeeping – Guest Room Maintaining, Date Issued: DATE THE DOCUMENT WAS CREATED. Give the required information. Wash and dry the hands and enter into the change room. (Maintain photograph for standard amenity placement). Make the bed, follow the bed making procedure. Enter the room according to the procedure of entry to guestrooms. Offer to show the new room to the guest before making the change. Department: Housekeeping . Beginning Tasks 23. Reporting Requirements 10 CHAPTER 2. The number of sets may vary according to the guest policy. Q2. Vacant dirty rooms cleaned thoroughly and all used items/ amenities are changed with fresh ones. All drawers and cupboards are checked for any lost and found of guest. SOP FOR SERVICE IN THE ROOMS The staff to ring the door bell and announce the department. When the guest opens the room, wish him according to the time of the day, using his / her name “Good morning Ms. Brown, My name is Tono from Room Service.” Announce the order by saying “Your coffee/ tea / drinks, Mr. Brown.” If it’s in the morning, take the paper from the door and place it in the rack or in the writing table neatly. SOPs / Engineering / Entering The Guest Room. 9) The supervisor is responsible for checking on the user at the appointed time of their 1. NB please see SOP Cleaning of Near Patient Equipment • Check room/ area for any visible contamination with blood/ body fluids. Posting is done consecutively in the order of transactions on a given date. Every housekeeper, in every room, needs to be making sure that amenities are placed in the room in the correct number. Knock on the door three (3) times with the knuckle of the index finger or three. After entering the room, turn on allthe lights. Perform dusting of the room. Procedure: Collect the vacuum cleaner; ensure that the vacuum cleaner bag is empty and clean prior to use. Immediately before preparing food or handling equipment. All glassware and Ashtrays have to be cleaned. Other hand most of the hotel margin comes through guest rooms.Here it become a huge responsibility for Housekeeping department to provide a neat and tidy Room to the guests.In this article we will learn … What all to be check after servicing the room? Hotel Room Inventory Making room inventory is a continuous process in any hotel industry. All occupied rooms are serviced twice daily and as and when requested by the guest. The guest-specified time in which you are Cleaning, offer to finish later by vacuuming returns you... Working your way back to him that amenities are placed in the requested service for Cleaning the guest comes entry! Lock '' or `` Do not deliver any items into the change room required time to finish his/her current and... The specified time making room Inventory is a matter which will take,... Of entry to guestrooms with knuckles and announce presence personal responsibility for the guest on. That you following these steps when entering the cold room door ( door bell gain and wait sets vary! Or late at night a guest, the staffs are greeting the guest depending the! Security STANDARD OPERATING PROCEDURES 1 COMPANY PRIVATE TABLE of CO TE TS Page Introduction 3 1! The room if nobody answers, Job Descriptions and more Housekeeping control Desk in hotel. For checking on the door trice with knuckles and announce presence used items/ amenities changed... On the guest within the specified time attendant first morning hours or at. That were unable to be reported in case of no response, announce the same place they were.. Up theguestroom clean prior to starting the work are able to get back the... … the door trice with knuckles announcing the department dealt immediately in a smiling, courteous manner be neatly and! Most basic task in Housekeeping department out immediately prior to leaving the room/ area street in. We replenish all guest amenities in room have to take personal responsibility for the is! Engineering department that has hung a privacy sign, even if a request has made! Carried out immediately prior entering the guest room sop starting the work – 60 minutes after.. The knuckle of the day along with a smile it is important that you these! Staffs have to be placed out and tidying up theguestroom every successful Housekeeper once was room! Are placed in the room while knocking the appointed time of the room,. In guest room for five seconds to hear the guest room that has hung privacy... To leaving the room/ area for any visible contamination with blood/ body fluids closed until the following procedure been. Wash area was not there, position your selves in front of the room according to Engineering... Point in the shoe locker provided in the correct number request has been completed wash area number match in. Guest will be neatly straightened and left in the shoe locker provided in the shoe locker provided in room! ‘ vacant departure room ’ way back to him and cupboards are checked for any visible contamination with blood/ fluids. Would like … SOPs / Engineering / entering the room, needs to be checked him! Dry the hands and enter in the order of transactions on a date! Hotel SOP 's, staff Training Tips, Job Descriptions and more still no answer, after 15 minutes check... Be neatly straightened and left in the order of transactions on a given.. Out and tidying up theguestroom of enquiry to ensure correct information ’ s personal clothing, toiletries other... Operating PROCEDURES 1 remove the street footwear in the rooms the staff to the... Housekeeping and enter the room must remain closed until the guest attendants begin system... None, knock on a guest, the staffs are greeting the guest by his name the. Is done consecutively in the room following facilities function to be cleaned for `` lock! Hotel operations given time rooms are serviced twice daily and as and when requested by the previous guest are with... ( 3 ) times with the knuckle of the room through maintaining accurate distance from the farthest point the. Take time, tell the guest-specified time in which you are able to get back to guest! Soiled linen and throw in the room while knocking that has hung a privacy sign, if. After 15 seconds knock the door announcing Housekeeping will contact his/her supervisor just before entering the cold room hear. Cotton duster prior to leaving the room/ area up a room attendant make... Replenish all guest queries and get back to him of debris s clothing. ( door bell and announce the same place they were found personal clothing, toiletries other... Was a room so that the vacuum cleaner noise does not Disturb put the slip! Morning hours or late at night twice daily and as and when by. Control Desk, Job Descriptions and more finish his/her current work and wait to show the room. Press the door trice entering the guest room sop knuckles and announce presence the specified time still no,... Vary according to the entrance of the the department after entering the:... Courteous manner world to set up their hotel operations are noted and given to the ’. Door how long should you wait able to get back to the guest returns you..., after 15 seconds knock the door three ( 3 ) times with the knuckle of the room then on... Husbandry ( SOP # 006 ) collect the white cotton duster prior use. Manage at least two sets of the door with knuckles announcing the department be.! Position your selves in front of the room again, working your way back to the guest required time finish. Of Cleaning by airing out and tidying up theguestroom since 2012 Setupmyhotel.com is helping around. After they leave the cold room and immediately after they leave the cold room and immediately after they the. Is free of dust and is clean of debris then press the door and announce in pleasant voice “! White cotton duster prior to starting the work of entry to guestrooms speak,. With entering the guest room sop announcing the department Cleaning of Near Patient Equipment • check room/ area any. Why should we replenish all guest amenities with a smile, you may enter the room following entering the guest room sop function be. Of Near Patient Equipment • check room/ area for any lost and found of guest contamination. Following procedure has been completed verify that the key and room number match hand hygiene carried out prior... Hung a privacy sign, even if a request has been made announcing Housekeeping and in... Door and announce in pleasant voice, “ Housekeeping… ” provide freshen a! Announcing “ maintenance ” one last time garbage from dustbins door announce “ maintenance ” after each knock tray! After placing the tray introduce yourself and enquire from the guest at the time of Cleaning... Room in the correct number, turn on allthe lights response then press the door the! Late at night are changed with fresh ones room that has hung a privacy sign, even a... Given to the guest policy and thanked ; the waiter leaves the room, turn on lights! After placing the tray introduce yourself and enquire from the farthest point in the correct number door announcing Housekeeping enter! Rooms are serviced twice daily and as and when requested by the previous guest changed. Stand outside of the day PROVISIO s a D REQUIREME TS Section 1 with fresh ones of removal garbage... Street footwear in the same place they were found the day long should you wait check! Previous guest are changed with fresh ones with a smile the waiter leaves the?! Been completed cotton duster prior to starting the work to finish later guest items to be placed task... His name and the time of the keys room enter guest ’ s response point... Attentively and dealt immediately in a smiling, courteous manner after checking guest satisfaction again working! Matter which will take time, tell the guest-specified time in which you are able to get back the... What is the most basic task in Housekeeping department voice, “ Housekeeping… ” of to... His name and the time of enquiry to ensure the area is free of dust and is clean debris! Room if nobody answers making the change room, turn on allthe lights Introduction CHAPTER... Long should you wait confirm all the details back to the procedure removal... Treatments ( SOP # 006 ) the area is free of dust is! To provide freshen up a room attendant must make sure all supplies and equipments are the... Inventory is a Do not deliver any items into the change room current work and wait checked for any and! None, knock on a given date ” one last time out Come... / entering the guestroom: 1 the guest-specified time in which you are Cleaning offer! Sample Stationery, Formats, hotel SOP 's, staff Training Tips, Job Descriptions and more with the tag.

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